IntouchCX Review

The Pros and Cons of Outsourcing Business Processes From IntouchCX

Advantages

• Content & Brand Moderation

IntouchCX content moderation team manages and removes content that violates your community guidelines. The company protects your brand from harmful content and provides elevated offerings around health and wellness to support moderators.

• Fraud & Compliance

The provider investigates fraudulent behavior by combining their analytical, detail-oriented team with superior fraud detection systems. They also handle emergency case support, damage and compliance claims, identity verification, account security, and bug identification.

• Sales & Customer Retention

IntouchCX contact center develops customized sales programs that drive customer loyalty and retention for your brand. By providing exceptional customer service support and consultation, the company gains insights that help you focus on conversion metrics and KPIs, driving revenue for your business.

• Quality Assurance

They offer a dedicated QA team to deliver real-time feedback. Through a robust system of data reports, interaction recordings, and customer feedback surveys, IntouchCX measures various touchpoints and effectively manages KPIs at the team and program levels.

• Digital Performance Enablers

Superpunch is a proprietary employee engagement app that streamlines scheduling, payroll, communication, and performance feedback. SIDD acts as an AI associate assistant tool that enables customer care teams to work smarter, empowering them to handle customer interactions more efficiently and with greater empathy. Finally, KnoahsARK 360 is an analytics and reporting platform that takes information from every customer interaction and collects it in a single database for analysis, evaluation, and recommendations for improvement.

Disadvantages

Some current and former IntouchCX employees provided negative feedback highlighting the company’s weaknesses. The main disadvantages include:

• Lack of paid vacation slots
• Poor management regarding the individual contribution of employees
• Inconsistent staff promotions

Nonetheless, the availability of digital performance enablers is the quality that makes IntouchCX solutions a unique service for many businesses that strive to control outsourcing efficiency. It allows the company to remain the leader in successful customer communication for over two decades.

Pricing Policy Review

Only a few details about the cost of IntouchCX services are provided. However, the company claims it offers affordable outsourcing customer care services, omitting the information about the minimum charge. Clients have to fill out a contact form or schedule a sales consultation on the website to get in touch with a company sales representative who can provide them with an accurate quote regarding its services. The provider charges a zero fee for consultation services.

Moreover, the company needs to elaborate on money security issues. There is no statement about reimbursement guarantee or other assurance for the client’s safety. The only deliberate statement about the pricing subject from IntouchCX is that clients save 30% of their resources using their outsourcing services compared to what they would have paid an in-house agent. IntouchCX salary for a call center representative is between $10-13 per hour.

FAQ

• How to get hired at IntouchCX?

  According to IntouchCX careers reviews, the hiring process for a customer center representative varies based on the applicant’s needs and the requirements of the clients who are hiring. It can take one day or up to a few weeks, depending on your availability and the training classes that are coming up. The first step is filling in an online application form. Then, you should go through pre-screening, which typically happens by phone interview. The next step is an onsite interview, including typing/grammar/ computer testing and other client-specific tests. IntouchCX can provide a candidate with a job offer on the same day or schedule a second round of group interviews based on client hiring requirements. Thus, the agent starts training on the next day, in a few days or weeks, depending on the class they’re hired for.

• Is IntouchCX Safe?

  The number of online scams is currently increasing. Thus, checking safety certification with your provider before ordering any services is essential. According to IntouchCX call center reviews, the company uses only secure payment channels and has the reputation of a trustworthy company.

• Is IntouchCX Scam-Free?

  Using IntouchCX, you won’t be asked for payments before you request the services. In addition, the company uses secure payment channels to prevent third parties from accessing your accounts, and there are no scam cases in connection with IntouchCX.

• What about IntouchCX Services Speed?

  The company assures its customers of services’ scalability. They are committed to providing customized outsourcing solutions quickly and efficiently. We have not found any client complaints on services, so we are confident in IntouchCX speed proficiency. In today’s competitive market, companies need to know how fast they can provide clients with specific products so that customers know their work timeline.

• Does IntouchCX Provide Discount Codes, Coupons, and Promos?

  IntouchCX promotes its services and products through social media and newsletters to subscribers and customers. However, the website does not cover relevant information regarding promo codes, coupons, and specific discounts. The most significant advantage of IntouchCX is reducing operational costs and increasing revenue through excellent outsourcing services. Probably, the company provides developing companies with funding to help them save on their budget. The company’s website displays a form clients can fill out for a free service quote based on different criteria.

Our Verdict

IntouchCX is a global contact center outsourcing company that delivers innovative, quality-driven customer service solutions across all industry segments. Using the most advanced technology, comprehensive insights, and brand specialists for each field, IntouchCX can provide a multichannel approach via voice, live chat, email, and social media management. This customizable customer care method allows clients to utilize business insights to deliver lifetime customer loyalty and increase incremental revenue. The IntouchCX team takes pride in creating a top-to-bottom brand alignment for clients to create the ideal customer experience. The company continues to grow to accommodate the needs of new and existing clients. They currently operate offices in Canada, the US, Guatemala, the Philippines, and Jamaica.